Fresh Service
By updating the impacted service and using tags, in depth analysis of support requests on Fresh Service and how these have been resolved can be undertaken. When deciding what service and tags to use, ask yourself the following questions:
I’m on <what> using <this> trying to <do what>?
How was this resolved?
An example would be: I’m on ‘Classes.myplace’ using ‘Assignment’ trying to ‘view similarity report’. Resolved by providing ‘turnitin settings’ and ‘link to support documents’.
Screenshots below show how this would look in the impacted services and tags on a Fresh Service ticket.
What service is affected?
Action: Assign the relevant service on "Impacted Service" tab:
Core Education Technology Services
classes.myplace
Please refresh ticket and delete ‘related services’ that appear when classes.myplace is selected.
corp.myplace / IFM
flexed.myplace
cpd.myplace
pebblepad
Related services
Planet eStream
MS Stream
Zoom
What feature?
Key Myplace features:
assignment
quiz
page
Use a Myplace “feature” tag to indicate the feature being used.
Trying to do what?
“Release grades”
Attach a Myplace “action” tag to indicate intended goal (if available).
How was it “fixed”?
Quiz Review Options modified.
Complete the “Resolution Note”.
Review the feature tags to represent the actual affected feature.
Tagging
Feature tags
Example “feature”
advert
assignment
automated-late-submission
backup
class site
choice
content-bank
completion
dashboard
enrolments
extensions
extension-request
gradebook
H5P
mark return
marking workflow
notice
override
Assignment/quiz user / group override functionality.
page
quiz
question-bank
reading-list
roles
scorm-package
text-and-media-area
turnitin
video
zoom
Action Tags
access
“Can’t access a site / space / feature within service”
attempts
completion conditions
configure
create
Any form of adding / creating / inserting “something” to service.
enrol-user
enrol-module
enrol-programme
group mode
login
“Can’t access service” (ie using username & password).
manual enrolment
merge
move-content
offline grading
open class/site
release-grades
review-logs
Access to site or server logs required / reviewed.
roles
submission settings
suspended enrolment
Resolution Tags
advised
Usually used for general enquiries, no docs were required.
blocked
delayed
docs-created
Should be added to docs-required ticket once content is created.
docs-required
Indicates that support materials are not available and require production.
docs-provided
escalated-to-edtech-support
escalated-to-edtech-dev
escalated-to-student-lifecycle-systems-data
for-info
no-action-required
Usually used when user has fixed the issue themselves.
new-user
User credentials have just been issued and not yet propagated through IT systems (typically Day-1 issue).
not supported
performed-for-user
training-provided
training-required
update
Miscellaneous Tags
integrity check
any tickets that related to academic integrity
policy
Indicate a policy is relevant to the issue.
Top 10 tags
Index